Sulaman Khan
Point Cook,VIC
Summary
Experienced hospitality manager with a proven track record in leadership, strategic planning, and team management over 5+ years. Proficient in creating exceptional guest experiences and optimizing operational efficiency. Seeking to transition into a sales role to apply the managerial expertise in a dynamic environment, bringing a unique blend of leadership and business insights for success.
Overview
8
8
years of professional experience
Work History
Guest Services Manager
Lancemore Mansion Hotel
01.2021 - Current
- Cultivated and maintained customer relationships, identifying needs and recommending appropriate services to both existing and prospective clients increasing satisfaction results by 25%.
- Generated contracts, reports, letters, and proposals for clients with meticulous attention to detail and adherence to professional standards.
- Investigated and resolved customer complaints, providing recommendations to management for continuous improvement in service quality.
- Cultivated enduring relationships with customers to foster loyalty and repeat business.
- Prepared comprehensive reports facilitating key decision-making and strategic operational planning for business leaders.
- Managed and tracked hotel reservations inventory, while accurately computing bills and handling EFTPOS and credit card payments.
Front Office Manager
EVENT Hospitality & Entertainment Ltd
01.2017 - 12.2020
- Oversee and manage front desk operations to ensure exceptional guest service, addressing inquiries, and resolving issues promptly.
- Lead and train front office staff, ensuring high level of professionalism, efficiency, and adherence to hotel standards reducing staff turn over by 40%.
- Supervise reservation systems and check-in/check-out procedures, optimizing efficiency and accuracy for seamless guest experience.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Handle guest complaints and concerns effectively, investigating issues and providing timely resolutions to maintain guest satisfaction
- Foster communication and collaboration with various hotel departments, such as housekeeping and maintenance, to ensure smooth overall operations.
Asst. Duty Manager/ Sales Coordinator
Darwin City Edge Motel & Suites
02.2016 - 12.2017
- Assist in overseeing daily hotel operations, coordinating activities across departments during assigned shifts to ensure smooth guest experience.
- Handle guest concerns, complaints, and operational issues alongside duty manager, implementing effective solutions to maintain guest satisfaction.
- Liaised with customers, management, and sales manager to better understand customer needs and recommend appropriate solutions.
- Assist in maintaining security and safety measures, collaborating with security personnel, and participating in routine inspections to mitigate risks.
- Cultivate and maintain positive relationships with clients, responding to inquiries, providing information, and ensuring their needs are met throughout sales process.
- Assist sales team in creating and maintaining sales materials, reports, and client databases to facilitate effective communication and organization.
Education
MBA - Master of Business Administration
Charles Darwin University
Darwin, NT2016
BBA - Bachelor of Business Administration
Iqra University
Marketing2012
Skills
- Communication and Persuasion
- Negotiation Skills
- Team Collaboration
- Training & development
- Problem Solving
- Customer-Centric Approach
- Adaptability and Flexibility
References
Sabine Seeborun
Rooms Divisions Manager, Lancemore Mansion Hotel
T - 0432 481 220
-
Hasitha Mendis
Human Resource Manager, Rydges Darwin Central
Mob - 0433 629 010
-
Michelle Davidson
General Manager, Rydges Darwin Central
T - 08 8944 9000, Mob - 0438 449 000
Timeline
Guest Services Manager
Lancemore Mansion Hotel
01.2021 - Current
Front Office Manager
EVENT Hospitality & Entertainment Ltd
01.2017 - 12.2020
Asst. Duty Manager/ Sales Coordinator
Darwin City Edge Motel & Suites
02.2016 - 12.2017
MBA - Master of Business Administration
Charles Darwin University
BBA - Bachelor of Business Administration
Iqra University
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